April 2023

VOlUME 06 ISSUE 04 APRIL 2023
Improvement of Public Service Satisfaction in the Majalengka Regency Local Government through the Implementation of E-Government-Based Policies
Yeti Kuswati
Faculty of Social and Political Sciences, Universitas Majalengka, Indonesia
DOI : https://doi.org/10.47191/ijsshr/v6-i4-17

Google Scholar Download Pdf
ABSTRACT

In order to improve public service satisfaction, this study will investigate and examine how e-government-based services have been implemented. The Presidential Instruction No. 3 of 2003 concerning the National Policy and Strategy for the Development of e-government is referred to as the “e-government-based implementation". This study uses quantitative research methods with analytical techniques carried out descriptively and verification. In accordance with Presidential Instruction Number 3 of 2003 concerning National Policies and Strategies for e-Government Development, KEPMENPAN Number 63 of 2003 regarding General Guidelines for the Implementation of Public Services, and Laws-Law Number 25 of 2009 concerning Public Services, research demonstrates that the Majalengka Regency Government has institutionally implemented e-government-based services. Other findings show that e-government services have a high level of accuracy, effectiveness and efficiency in providing services, because e-government-based services are considered effective in minimizing the error rate in the service process. However, the achievement of e-government-based services in Majalengka Regency is still faced with various challenges, especially those related to the support of facilities and infrastructure, technology support and network stability as well as the support of human resources as managers.

KEYWORDS:

Policy Implementation; E-Government; Public Satisfaction; Local Government

REFERENCES

1) Adjei-Bamfo, P., Maloreh-Nyamekye, T., & Ahenkan, A. (2019). The role of e-government in sustainable public procurement in developing countries: A systematic literature review. Resources, Conservation and Recycling, 142, 189– 203. https://doi.org/10.1016/j.resconrec.2018.12.001

2) Alanezi, M. A., Mahmood, A. K., & Basri, S. (2012). E-Government Service Quality: A Qualitative Evaluation in the Case of Saudi Arabia. The Electronic Journal of Information Systems in Developing Countries, 54(1), 1–20. https://doi.org/10.1002/j.1681-4835.2012.tb00382.x

3) Ali, K. E., Mazen, S. A., & Hassanein, E. E. (2018). A proposed hybrid model for adopting cloud computing in e- government. Future Computing and Informatics Journal, 3(2), 286–295. https://doi.org/10.1016/j.fcij.2018.09.001

4) Alkraiji, A. I. (2020). Citizen Satisfaction With Mandatory E-Government Services: A Conceptual Framework and an Empirical Validation. IEEE Access, 8, 117253–117265. https://doi.org/10.1109/ACCESS.2020.3004541

5) Almaiah, M. A., & Nasereddin, Y. (2020). Factors influencing the adoption of e-government services among Jordanian citizens. Electronic Government, an International Journal, 16(3), 236. https://doi.org/10.1504/EG.2020.108453

6) Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia. European Scientific Journal, ESJ, 13(35), 99. https://doi.org/10.19044/esj.2017.v13n35p99

7) Ashaye, O. R., & Irani, Z. (2019). The role of stakeholders in the effective use of e-government resources in public services. International Journal of Information Management, 49, 253–270. https://doi.org/10.1016/j.ijinfomgt.2019.05.016

8) Barata, A. (2019). STRENGTHENING NATIONAL ECONOMIC GROWTH AND EQUITABLE INCOME THROUGH SHARIA DIGITAL ECONOMY IN INDONESIA. Journal of Islamic Monetary Economics and Finance, 5(1), 145–168. https://doi.org/10.21098/jimf.v5i1.1053

9) Basyal, D. K., Poudyal, N., & Seo, J.-W. (2018). Does E-government reduce corruption? Evidence from a heterogeneous panel data model. Transforming Government: People, Process and Policy, 12(2), 134–154. https://doi.org/10.1108/TG- 12-2017-0073

10) Choi, T., & Chandler, S. M. (2020). Knowledge vacuum: An organizational learning dynamic of how e-government innovations fail. Government Information Quarterly, 37(1), 101416. https://doi.org/10.1016/j.giq.2019.101416

11) Darniyus, A. A., & Warsono, H. (2020). Collaboration between Universities and Governments In Realizing Quality Policies, (Evidence-Based Policy). Journal of Governance and Public Policy, 7(1), 17–28. https://doi.org/10.18196/jgpp.71118

12) Djuara Lubis, A. S. (2021). Digital Inequality and Development: Using Short Message Service for Agricultural Development in Indonesia. Journal of Hunan University Natural Sciences, 48(10).

13) Ellitan, L. (2020). Competing in the Era of Industrial Revolution 4.0 and Society 5.0. Jurnal Maksipreneur: Manajemen, Koperasi, Dan Entrepreneurship, 10(1), 1. https://doi.org/10.30588/jmp.v10i1.657

14) Ellitan, L., & Anatan, L. (2020). Achieving business continuity in Industrial 4.0 and Society 5.0. International Journal of Trend in Scientific Research and Development (IJTSRD), 4(2), 235–239.

15) Fan, J., & Yang, W. (2015). Study on e-government services quality: The integration of online and offline services. Journal of Industrial Engineering and Management, 8(3). https://doi.org/10.3926/jiem.1405

16) Fernandes, A. A. R., & Fresly, J. (2017). Modeling of role of public leader, open government information and public service performance in Indonesia. Journal of Management Development, 36(9), 1160–1169. https://doi.org/10.1108/JMD-12-2016-0322

17) Glyptis, L., Christofi, M., Vrontis, D., Giudice, M. Del, Dimitriou, S., & Michael, P. (2020). E-Government implementation challenges in small countries: The project manager’s perspective. Technological Forecasting and Social Change, 152, 119880. https://doi.org/10.1016/j.techfore.2019.119880

18) Haryanto, R., Manaf, A., & Priambudi, B. N. (2020). The level of community readiness in Semarang Regency for online single submission of building permits. IOP Conference Series: Earth and Environmental Science, 562(1), 012008. https://doi.org/10.1088/1755-1315/562/1/012008

19) Herlinawati, H., Sadli, M., Indragiri, S., & Dewi, S. R. I. (2022). Health Promotion Strategy with MHP (Mask-wearing, Hand-washing and Physical Distancing). International Journal of Nursing Information, 1(1), 18–23. https://doi.org/10.58418/ijni.v1i1.12

20) Kaya, T., Sağsan, M., Medeni, T., Medeni, T., & Yıldız, M. (2020). Qualitative analysis to determine decision-makers’ attitudes towards e-government services in a De-Facto state. Journal of Information, Communication and Ethics in Society, 18(4), 609–629. https://doi.org/10.1108/JICES-05-2019-0052

21) Kuswati, Y. (2020). The Effect of Motivation on Employee Performance. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 3(2), 995–1002. https://doi.org/10.33258/birci.v3i2.928

22) Lee-Geiller, S., & Lee, T. (David). (2019). Using government websites to enhance democratic E-governance: A conceptual model for evaluation. Government Information Quarterly, 36(2), 208–225. https://doi.org/10.1016/j.giq.2019.01.003

23) Lee, K., Choi, S., Kim, J., & Jung, M. (2018). A Study on the Factors Affecting Decrease in the Government Corruption and Mediating Effects of the Development of ICT and E-Government—A Cross-Country Analysis. Journal of Open Innovation: Technology, Market, and Complexity, 4(3), 41. https://doi.org/10.3390/joitmc4030041

24) Li, A., Liu, Y., Zhu, X., Sun, X., Feng, X., Li, D., Zhang, J., Zhu, M., & Zhao, Z. (2019). Corrigendum to “Methylallyl sulfone attenuates inflammation, oxidative stress and lung injury induced by cigarette smoke extract in mice and RAW264.7 cells” Int Immunopharmacol, volume 59, 2018, 369–374. International Immunopharmacology, 72(March), 522. https://doi.org/10.1016/j.intimp.2019.03.025

25) Nam, T. (2018). Examining the anti-corruption effect of e-government and the moderating effect of national culture: A cross-country study. Government Information Quarterly, 35(2), 273–282. https://doi.org/10.1016/j.giq.2018.01.005

26) Nugraha, N. M., & Riyadhi, M. R. (2019). The effect of cash flows, company size, and profit on stock prices in SOE companies listed on Bei for the 2013-2017 period. International Journal of Innovation Creativity and Change, 6(7), 130– 141.

27) Nurfikri, A., & Roselina, E. (2022). Evaluation of Referral Ratios in Facing Universal Health Coverage in Primary Healthcare Centers. International Journal of Nursing Information, 1(2), 1–6. https://doi.org/10.58418/ijni.v1i2.26

28) Nurmawan, N., Yusuf, D., Ratnasari, E., Fauzi, E. R., & NA, G. M. (2021). BUDAYA BIROKRASI PEMERINTAH DALAM PELAYANAN PUBLIK. Jurnal Inovasi Penelitian, 2(4), 1253–1260.

29) Pratiwi, D. A., & Sari, M. E. P. (2017). An analysis of good governance in the public service sector of Batam. Journal of Techno-Social, 9(1).

30) Prysmakova, P. (2021). Contact with citizens and job satisfaction: expanding person-environment models of public service motivation. Public Management Review, 23(9), 1339–1358. https://doi.org/10.1080/14719037.2020.1751252

31) Rose, J., Flak, L. S., & Sæbø, Ø. (2018). Stakeholder theory for the E-government context: Framing a value-oriented normative core. Government Information Quarterly, 35(3), 362–374. https://doi.org/10.1016/j.giq.2018.06.005

32) Rulandari, N., Natision, A., Esien, E. B., & Kesmawan, A. P. (2022). The Policy Implementation Of Social Ministry’s Cash Assistance Program During The Covid-19 Pandemic In Jakarta. Journal of Governance and Public Policy, 9(1), Layouting. https://doi.org/10.18196/jgpp.v9i1.13113

33) Santa, R., MacDonald, J. B., & Ferrer, M. (2019). The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B. Government Information Quarterly, 36(1), 39– 50. https://doi.org/10.1016/j.giq.2018.10.007

34) Satispi, E., DyasTuti, R. W., Fathani, A. T., & Kaewhanam, P. (2021). Local Government Respond to COVID-19 Pandemics: A Study of South Tangerang City. Journal of Governance and Public Policy, 8(2), 82–92. https://doi.org/10.18196/jgpp.v8i2.11439

35) Singh, H., Grover, P., Kar, A. K., & Ilavarasan, P. V. (2020). Review of performance assessment frameworks of e- government projects. Transforming Government: People, Process and Policy, 14(1), 31–64. https://doi.org/10.1108/TG- 02-2019-0011

36) Soni, S. S. (2015). Service quality satisfaction and brand equity: a case study of select South African universities.

37) Twizeyimana, J. D., & Andersson, A. (2019). The public value of E-Government – A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/j.giq.2019.01.001

38) Utama, A. . G. S. (2020). The implementation of e-government in indonesia. International Journal of Research in Business and Social Science (2147- 4478), 9(7), 190–196. https://doi.org/10.20525/ijrbs.v9i7.929

39) Verkijika, S. F., & De Wet, L. (2018). E-government adoption in sub-Saharan Africa. Electronic Commerce Research and Applications, 30, 83–93. https://doi.org/10.1016/j.elerap.2018.05.012

40) Viendyasari, M. (2020). The Application of Digital Administration to Minimize Maladministration in Public Services: A Case Study of Jakarta Investment and One Stop Service Department. Proceedings of the 3rd International Conference on Vocational Higher Education (ICVHE 2018). https://doi.org/10.2991/assehr.k.200331.133

VOlUME 06 ISSUE 04 APRIL 2023

Indexed In

Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar Avatar